Voice of Guest Program Lead - Crown Resorts

Crown ResortsSouthbankOn-siteFull-time3 days ago

Crown Resorts is seeking an experienced Voice of Guest (VoG) Program Lead to own and evolve its enterprise guest listening program, turning guest feedback into meaningful business outcomes. The role involves leading strategy and governance, optimising the Qualtrics platform, and driving stakeholder adoption across the business. It is ideally based in Melbourne or Sydney and requires permanent, unrestricted Australian working rights.

What you'll do

Leading and continuously improving the enterprise guest listening strategy and governance framework
Managing and optimising the Qualtrics platform, including surveys, dashboards, workflows and reporting
Partnering with stakeholders across the business to understand requirements, challenge thinking and deliver innovative guest feedback solutions
Developing actionable insights that help leaders understand guest sentiment, identify experience drivers and prioritise improvements
Driving adoption of guest experience tools and dashboards through stakeholder engagement, training and change management initiatives
Overseeing critical complaints management workflows and closed-loop feedback processes across Crown's properties
Enhancing the use of external feedback sources, including online reviews and guest sentiment data, to create a holistic view of the customer experience
Exploring emerging technologies, including AI-driven insights and self-service analytics capabilities within Qualtrics

What you need

Must-have

QualtricsSurvey designDashboardsReportingWorkflow managementData analysisCustomer Experience programVoice of Customer

Nice-to-have

HospitalityTourismEntertainmentTravel

Soft skills

Stakeholder engagementInfluencingCuriosityContinuous improvementChange leadership

Voice of GuestCustomer ExperienceQualtricsHospitalityEntertainmentGuest FeedbackProgram LeadMelbourneSydney

/What you'll do

/What you need

Must-have

Nice-to-have

Soft skills

What you'll do

What you need